Abstract: A method and apparatus are disclosed of transmitting live event notification information to a user device. One example method may include retrieving event user preference information from an event user database based on prestored user preferences. The method may also include transmitting an initial event notification message to an end user communication device based on the event user preference information to notify the end user of an upcoming event and receiving a response message from the end user communication device indicating a current availability of the end user. The user device may receive notification information via more than one communication channel and respond in a number of different ways.

Abstract: A method and apparatus of providing notifications to a customer is disclosed. One example method of operation may include identifying a notification event associated with a customer via a customer management module and retrieving a customer preference record and determining a notification device preference for a customer Internet protocol (IP) device included in the customer preference record. The method may also include transmitting the notification event to the customer's IP device based on the notification device preference, the notification event may include a live agent support option which may be accessed in the event that the automated support options fail to satisfy the customer's questions and concerns.

Abstract: A system, method, and computer readable medium for real time feedback of script logic that comprises counting at least one agent utilizing at least one panel associated with at least one caller, establishing an average length of time required to utilize the at least one panel associated with the at least one caller, tallying a number of callers terminating interaction during utilization of the at least one panel, calculating statistics associated with the counted agents per panel, the established average length of time required per panel and the tallied number of callers terminating interaction per panel, and displaying the calculated statistics.

Abstract: A method, a computer readable medium and a system of multi-domain login and messaging are provided. The method for multi-domain login comprises inputting a local password by an agent, accessing a password vault with the local password, and retrieving at least one hidden password from the password vault, and logging the agent into at least one agent application using the at least one hidden password. The method for multi-domain messaging comprises retrieving information of an agent from a database, retrieving at least one skill group to which the agent belongs from the information, retrieving a message linked to the at least one skill group, and sending the message to the agent.

Abstract: A system, method, and computer readable medium for script logic graphical mapping comprises displaying a panel associated with at least one script, presenting a branching logic associated with the panel and creating a graphical map of the panel and the branching logic where the graphical map allows zooming in to show panel logic associated with the panel, and the graphical map allows zooming out to show the branching logic associated with the panel.

Abstract: A method and apparatus of providing event data to end users is enclosed. The operations included may provide notifying end users of an event by communicating a notification message to the end users, and receiving event registration messages from at least a portion of the end users to register the end users for the event. The apparatus may also include storing the event registration messages in a registration list file, and establishing a connection for each of the portion of the plurality of end users via an interactive voice response (IVR) application. The IVR application is then dropped and the connection is maintained via a port on a network element to transfer the event data from the network element to the portion of the registered end users.

Abstract: A system, method, and computer readable medium for contact center call routing by agent attribute, that comprises, detecting a caller voice attribute, sampling at least one agent voice attribute, storing the at least one agent voice attribute, matching the detected caller voice attribute to the stored voice attribute of the at least one agent, and routing a call based upon the matched agent voice attribute to the detected caller voice attribute.

Abstract: A system and method for routing an agent to a preferred communications platform in order to receive a customer call. The system may include a web server call notification module that receives an automatic number identification and information relating to an establishment whose phone number was dialed, and a virtual automated call distributor (VACD). Further, the system may include an interactive voice response (IVR) system that requests an agent's identification from the VACD, wherein the VACD and the web server are coupled to the IVR system, and wherein the VACD selects the agent's identification and routes a customer's information to an agent desktop environment (ADE) coupled to the VACD. Also included may be an access platform that receives the customer's information and updates an ADE phone control state session on an agent's desktop, wherein the customer's information is routed to the ADE environment through a message transfer layer.

Abstract: The invention provides a method, system and computer readable medium for providing a notification to a recipient. The method, system and computer readable medium relate to a notification sent via a processing device, the method including determining, for a recipient, a first notification method and a second notification method, generating a notification, and providing the notification to the recipient in accordance with the first notification method or, upon a failure of the first notification method, providing the notification to the recipient in accordance with the second notification method.

Abstract: A method, a computer readable medium and a system of multi-domain login and messaging are provided. The method for multi-domain login comprises inputting a local password by an agent, accessing a password vault with the local password, and retrieving at least one hidden password from the password vault, and logging the agent into at least one agent application using the at least one hidden password. The method for multi-domain messaging comprises retrieving information of an agent from a database, retrieving at least one skill group to which the agent belongs from the information, retrieving a message linked to the at least one skill group, and sending the message to the agent.

Abstract: A system, method, and computer readable medium for routing an agent to a preferred communications platform in order to receive a customer call comprises: a web server call notification module that receives an automatic number identification and information relating to an establishment whose phone number was dialed, a virtual automated call distributor (VACD), an interactive voice response (IVR) system that requests an agent's identification from the VACD, where the VACD and the web server are coupled to the IVR system, where the VACD selects the agent's identification and routes a customer's information to an agent desktop environment (ADE) coupled to the VACD, and an access platform that receives the customer's information and updates an ADE phone control state session on an agent's desktop, where the IVR system queries the ADE for user name information relating to the web server, where the ADE queries an agent table for a user name, and where the agent is routed to a preferred communications platform at any

Abstract: A system, method and computer readable medium for providing automated notifications generates a list of recipients. The notification preferences of the recipients is determined and a notification generated and formatted in accordance with the recipients' preferences is communicated to the recipient. The notification preferences include a notification type, such as voice, email, SMS etc. The notification may be a notification of an overdue debt which provides the recipient with an avenue to make payment of the debt.

Abstract: A system, method, and computer readable medium for remotely monitoring call center statistics, that comprises, monitoring virtual automated call distribution connection status of an agent, scanning agent desktop environment connection status of the agent, surveying server logon status of the agent, auditing computer schedule status of the agent, observing network throughput status of the agent, scoring the call center statistics based upon the monitored virtual automated call distribution connection status, the scanned agent desktop environment connection status, the surveyed server logon status, the audited computer schedule status and the observed network throughput status, and displaying the scored call center statistics by agent.